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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery We send orders via Royal Mail First Class or by Royal Mail Standard Parcel Service depending on the size of the order. We dispatch goods Monday to Friday and usually within 24 hours of the your order being successfully authorised (which is usually at the time of placing the order). Typically, goods are received within 2 to 4 days of ordering. You may want to specify an address where you or someone you know will be able to sign for your delivery.
- Cancellations and Returns You can cancel up to the point we dispatch your order at no cost. If you wish to cancel after you have received your order you may do so within 7 days of receipt of the goods, however, you will have to pay for the cost of postage for the return. We will also be unable to refund the cost of services already supplied - ie our actual cost of posting the goods to you (even though the order may have stated free shipping, we still have our costs to cover). If you wish to cancel after 7 days of receipt please contact us and we will do all we can to help. All refunds are provided the goods are still wrapped and in their original condition as received. In the event of faulty goods or items damaged in the post we will replace the items, provided the original goods are returned. In this case only, we will pay postage for the return of the damaged goods. Alternatively we will offer a refund for the faulty or damaged item concerned
- Privacy & Security
- The following does not affect your statutory rights as a consumer in any way. Privacy Policy We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent - for example by joining our mailing list. We will not send any marketing email from us or from another trader in the future without your consent. The type of information we will collect about you includes: your name, address, phone number, email address. Since a third party - such as PayPal, NoChex or WorldPay - handle credit card authorisation, we are not able to know your credit card details. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us. Matters of privacy may be directed personally for the attention of Stuart Hewitt, who can also be emailed confidentially at Stuart at stuart@coffeemerchantsltd.com. All dealings with Digital-e will be governed by UK Law. Complaints All complaints (or praise!) should be directed to us using the information on our contact page. Complaints will normally be acknowledged within 24 hours given normal weekday business hours. We aim to resolve disputes without unnecessary delay on our part. We will always take action straightaway, but in some circumstances delays may be incurred, for example due to return of goods, or while we investigate complaints involving a third party such as the couriers. Complaints will always be handled quickly and fairly and in full confidence, and the customer will be kept informed of progress.
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
